---
sourceDocument: Brazil Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Request AI agent support in an interaction

# Request AI agent support in the Interaction page for Agentic Contact Center for Insurance {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Request AI-powered assistance during insurance customer interactions to receive real-time insights, intent identification, and recommended responses. The Insurance CSR support AI agent analyzes call context and transcripts to provide next-step guidance and suggested actions within the Interaction page.

## Before you begin

Role required: sn_ins_csr.personal_agent, sn_ins_csr.business_agent

## About this task

When an interaction with an insurance customer begins, the Insurance CSR support AI agent identifies customer intent from the live call context and transcript. It surfaces insights from its findings, then provides next-step guidance with recommendations and suggested responses.  
The agent operates in two input modes:

* **Typed query** : The CSR types a question directly into the ServiceNow Otto panel at any point during the call.
* **Button-triggered** : The CSR selects Get customer request and the agent reads the latest call transcript to infer the customer's most recent question, without the CSR needing to rephrase it manually.
{#request-insurance-ai-agent-interaction-workspace__ul_agent_input_modes}

The agent responds only to questions within insurance scope and only about the customer on the current interaction.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Initiate an interaction when a customer contacts you.
3. In the Interaction page, select Ask Otto.  
   Note:  
   By default, Ask Otto is available when:
   * The interaction Type is Phone.
   * The Consumer or Account field is not empty.
   * The interaction State is Work in Progress.
   * The Assigned to value is not set to virtual agent.
   {#request-insurance-ai-agent-interaction-workspace__ul_ask_now_assist_conditions}

   The ServiceNow Otto panel displays. The Insurance CSR support AI agent starts processing information from the call transcript and the customer's insurance data. It displays information relevant to the
   customer's request and presents follow-up options as selectable pills.

   The chat is specific to this interaction record. If you navigate away, you can resume the chat by selecting Ask Otto.

   For more information, see [Agentic Contact Center for Insurance AI agents overview](https://www.servicenow.com/docs/5lhcGipZft476O5UneLGnQ "Agentic Contact Center for Insurance uses AI agents to enhance customer service by providing insurance customer service representatives with intelligent assistance during interactions. The two key agents—Insurance CSR Customer Insights and Insurance CSR Support—help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insurance data.").
4. Get a response from the agent using one of the following methods:
   * Type a question directly into the ServiceNow Otto panel and press Enter to submit it.
   * Select Get customer request to have the agent read the latest call transcript and infer the customer's most recent question automatically.

     The agent retrieves new transcript segments since the last pull and uses them to identify the customer's current request without requiring manual input from the CSR.
   {#request-insurance-ai-agent-interaction-workspace__choices_agent_input}
5. Select a follow-up option by selecting a pill or list option, or by directly responding to the agent in the chat.

## Result

The agent answers your questions using information from the customer's insurance records and its configured knowledge sources. Responses are structured for quick review during a live call.
**Related concepts**   

* [Agentic Contact Center for Insurance AI agents overview](https://www.servicenow.com/docs/5lhcGipZft476O5UneLGnQ "Agentic Contact Center for Insurance uses AI agents to enhance customer service by providing insurance customer service representatives with intelligent assistance during interactions. The two key agents—Insurance CSR Customer Insights and Insurance CSR Support—help reduce handling time, enable proactive outreach, and deliver personalized customer experiences through AI-driven analysis and contextual insurance data.")  
**Related tasks**   

* [Summarize an insurance customer interaction in Agentic Contact Center for Insurance](https://www.servicenow.com/docs/bWICNxMTLjA28hqj8u0dXw "Use the Insurance interaction context summary skill in the Interaction page of Agentic Contact Center for Insurance to generate an AI-powered summary of a customer's insurance context, recent cases, and the reason for their call so that you can provide faster, more informed service during a live interaction.")

*[\>]: and then